Complaints

This profile includes complaints for WellNow Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WellNow Urgent Care

  311 N Green St Fl 17 Chicago, IL 60607-1331

  
• 

  Wellnow Urgent Care

  200 E State St Herkimer, NY 13350

• 

  WellNow Urgent Care

  3980 Sheridan Dr Amherst, NY 14226

• 

  WellNow Urgent Care

  4189 Veterans Memorial Dr Batavia, NY 14020

• 

  WellNow Urgent Care

  1597 Elmwood Ave Buffalo, NY 14207

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This healthcare business has made an unauthorized transaction without my consent and authorization from my credit card. I have research wellnow urgent care regulations and policies regarding transactions and payments rules, it contends that they are not allowed to make any unauthorized transactions without the card holder consent or approval

  

  Business Response

  Date: 02/26/2025

  Response attached.

• Initial Complaint

  Date:02/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to facility ******************************* on 10/21/2024 fo pre employment physi*** check up. I was charged $100 upfront and later I was told they wont be able to do the service I needed for my employment. I had to go to another provider to do my physi***. And I requested a refund $100 I made *** ***** times its been four months plus. Every time I ***led I was told it will take 4-5 days to process refund. But today again I got charged $100 instead of refund. Im looking for a full refund $200 and explanation why I got charged twice instead of refund.

  

  Business Response

  Date: 02/25/2025

  Response attached.

  Customer Answer

  Date: 03/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/22/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter was seen for a Telemedicine visit on 9/16/2024. This was our second time using this service (previously was in July 2024). The provider care was excellent and the process was smooth and easy. Prior to the visit they required a credit card payment of $120, even though they were billing my insurance. I paid the full amount as requested, knowing I would only owe my copay of $30. They billed my insurance as expected. My insurance paid all but my copay of $30 (as expected) on 9/23/2024. I was expecting a refund of $90 in the mail (as previous visit in July, refund received within 30 days). I emailed the billing department mid-November inquiring about the refund. No response. I waited until 12/1/2024 to call thinking theyd get my email and issue the refund as requested. Ive called 6 times since then. Every time I get the same response that they are sending a request in for the refund. My daughter has since turned 18 so they will no longer talk to me on this request. She has called twice herself for a resolution. She gets the same response, I am sending in a request for this refund. Today is 2/22/2025 and we have still not received our refund of $90 and theyve quit returning our calls.

  

  Business Response

  Date: 02/25/2025

  Response attached.

  Customer Answer

  Date: 03/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late November 2024, I went to Well Now Urgent Care in ***********. I pay out of pocket as I have no health insurance. I supplied my credit card and was charged $165. All good. No problem. Fewer than 10 days later, I went to Well Now Urgent Care in *********** **. I handed the woman at the front desk my credit card. She charged $165. After doing so, she said she shouldn't have charged my card because I was being seen for the same issue as I was originally seen for in ********, and it had been fewer than 10 days later. She gave me a business card with a couple of phone numbers on it. She told me to call the first number and that the billing department would issue a refund. I did as instructed, and a refund arrived in January 2025. All good. However, I noticed on my online banking that Well Now had charged my credit card an additional $165 without my knowledge or authorization. I called, for the first time about the second charge, on 12/26/24. I was told they'd send my request for a refund internally. Time passed and nothing happened. Still nothing has happened, and it's now late February 2025. I've called ***eatedly checking on the status of my refund. It's exhausting. I always get a different ***resentative. I always have to re-explain the issue even though all calls are recorded for quality assurance, and every ***resentative says they've entered my grievance into my call history notes. I always get the same patented ***ly which is my refund is being processed, and that they'll escalate my concerns. The last time I called was Friday, 2/21. My patience ran thin, and I asked to speak with a supervisor. I was told there are no supervisors available, but they can submit a request for a supervisor to call me. I asked for a guarantee that a supervisor will call. The *** couldn't guarantee that. The best the *** could say is I should hear from a supervisor no later than Tuesday, 2/25. I truly hope a Well Now supervisor contacts me, and that they remedy this issue.

  

  Business Response

  Date: 02/25/2025

  Response attached.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22976411
  
  I am rejecting this response because: it does not address the second charge to my credit card ending in 7372 on December 18, 2024 for $165. That charge was not authorized and no services were performed. It is now late February 2025 and still no refund after multiple calls about the issue to ************ beginning on December 26, 2024. 

  Urgent Care Well Now fraudulently charged $165 to my above referenced card on the above referenced date. I want it back. What they did is criminal, and they are blatantly stalling my refund. It's exhausting and infuriating playing this "game" with them.

  Their billing department is a generic call center. Every time I call I get a different ***resentative, and I have to re-explain everything from the beginning only to get the patented ***lies of my concern will be escalated, and my notes are being updated. I've asked to speak with a supervisor. No supervisors are present. I'm told by **** that they'll request a supervisor return my call. They've said I should hear from one in ***** hours.

  I did receive a call yesterday, 2/25/25, from a woman named *******, apologies if I misspelled her name, but that was only because of my BBB complaint. She called while I was working. She did not leave a direct number or an extension. She provided the same generic call center number I referenced previously. I called after work hoping to connect with *******, but there was no way to do so. I was told by the *** **** they'd put in a request for her to return my call. I asked when I could expect to hear from her. The *** stated in ***** hours. So far nothing, but, in fairness, it hasn't even been 24 hrs. 

  I want the $165 that was charged to my credit card ending in 7372 on December 18, 2024, refunded immediately. It was stolen from my account, and ******************** Care Well Now needs to be taken to task not only for myself but for many others who have filed similar complaints against them. 

  
  Sincerely,
  
  **** Ann ************

  

  Business Response

  Date: 02/26/2025

  This complaint is under review.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22976411
  
  I am rejecting this response because it did not address the second charge of $165 to my credit card ending in 7372 on December 18, 2024. The charge never should have occurred. It was without my knowledge and no services were provided. 

  I have been calling Urgent Care Well Now since December 26, 2024 regarding this charge. Every time I call I get a different representative, and I have to re-explain my situation. It's exhausting, and I get the same patented responses. I'm told my concern will be escalated and my notes will be updated. The last couple of calls I've made I've asked to speak with a supervisor. No supervisor is available. The **** have told me they'll put in a request for a supervisor to return my call. The **** say they cannot guarantee a supervisor will call, but I should hear from one in ***** hours. 48 hours will be by 6pm today. I'm truly hoping I hear from a supervisor. 

  I want my $165 refunded immediately. It was taken fraudulently. That's criminal. I've been patient, but my patience is wearing thin because all I get is what appears to be stall tactics. Urgent Care Well Now needs to be held accountable for its wrong doing. I am not the first ****** who has complained of similar underhanded practices by them. This must stop. My money needs to be restored to me and this "shady" business has to be brought into the light so that others don't fall prey. 

  I stated much the same yesterday, Wednesday, 2/26, in this same form from the Better Business Bureau. I'm confused as to why I was sent this again today to fill out. I detailed pretty much everything yesterday. 

  As explained yesterday, I am demanding my $165 back from Urgent Care Well Now immediately. That's the bottom line.

  
  Sincerely,
  
  **** Ann ************

  

  Business Response

  Date: 03/03/2025

  Please close this. On 2/27, ******* from WellNow spoke to the patient: "Called pt back and spoke with her about refunds.
  
  BOTH refunds were completed, but on different dates, pt understood and will call back if further questions. "

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Ann ********

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my son to WellNow. When I checked him in they said they took his insurance. I paid the copay. I took him again later for pneumonia. Again, they took his insurance. I get a bill for over $200. Then another one for the second visit which is a $660 bill. They should have told me they didnt take his insurance instead of carelessly telling me they did. Now theyre coming after me for close to $1000. Not including what I already paid in ******. Im fighting this. Its unprofessional, careless, and dishonest. I hope everyone watches out for WellNow. Go elsewhere.

  

  Business Response

  Date: 02/24/2025

  Response attached.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed to be seen by a doctor, so I looked on my insurance's website. I found an IN-NETWORK doctor *** practices at WellNow Urgent Care in ********, **. At my first visit on 9/20/24, I asked the person at the front desk if they were an IN-NETWORK provider with **********/BS just to double-check; she looked at my card and said yes, and proceeded to collect my copay. I visited there once again on 11/6/24. I then received a bill for $310.00. My mom has taken over dealing with this. At least SEVEN calls have been made to the WellNow billing department over the past FIVE months, and there has been no resolution. During every phone call, my mom keeps being told that they will resubmit it to the insurance company as in-network, and yet I keep getting a bill every month with threats of sending it to collection. She has gotten the run around from them for months. She was told on two occasions that they billed the wrong insurance company. My mom has requested to speak to a billing supervisor several times, but no one is ever available. She was told over a month ago that she would receive a supervisor call but never received one. On 2/13/2025, WellNow withdrew $310 from my bank account. Her last call to WellNow was on 2/14/25, and she was told once again that a supervisor would call her later that day or Monday, 2/17/25. Well, it is Tuesday, 2/18/25, and NO CALL! I have checked my phone and they have made no attempt to reach me either. How can they be authorized to take this money when these two claims are in dispute, and the 11/20/24 visit is still being processed, according to the Horizon website? This is UNACCEPTABLE! I have filed an appeal and complaint with my insurance company against WellNow. Please help me get my $310 refunded from this INCOMPETENT billing department.

  

  Business Response

  Date: 02/24/2025

  Response attached.

• Initial Complaint

  Date:02/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well now medical center is trying to double bill me.

  

  Business Response

  Date: 02/17/2025

  Response attached.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have visited Wellnow Urgent Care since December 2024. To begin, the front desk personnel, and older lady always creates a scene when I am using my ******** managed plan. She is loud and exposes my healthcare insurance to everyone in the facility. On one occasion, after escorting me to the PA room to be examine, she again in front of patients and staff alike let everyone know I have ********. She always acts as if she has a problem applying it. I find it troubling in many ways, in particular because she is a neighbor and my personal details are exposed to someone that violates my privacy constantly. This includes, my drivers license and health records with insurance.On today- I was denied seeing a doctor without making a $60.00 co pay. I was advised of system changes for managed care plans, and I was there to get assistance because I felt ill and over prescribed. I have a heaviness at the top of my right chest and neck since yesterday. No one would see me without payment. I then verified with Healthfirst if I have such a copay and they stated no. I was told by phone by a ******* ******* I would have to pay and seek reimbursement. I would like to add when I had trouble with the personnel at the front desk, one older lady- I asked early on if she had a manager and she stated no. When she saw that I was calling their headquarters she magically got her manager on the phone, to which I called back. Furthermore, she had us waiting in the cold. It was 8:00am and she didnt open the door and threw of us were waiting. She stated she is not a doctor and would not let anyone in without staff. In my opinion she could have at least let us wait in the vestibule. And, it appeared to me staff was indeed there. Outside of this personnel issue, I found the PA ******* to be a bit on the harsh side in manners and case management.

  

  Business Response

  Date: 02/17/2025

  Response attached.

  Customer Answer

  Date: 02/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will re-open the case if I find the matter doesnt reach a proper resolve.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:02/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/10/2024 I took my son to a Well Now Urgent ************ There was a technical problem that prevented them from using my insurance for the visit so I was told to pay out of pocket and then submit it to my insurance company for a reimbursement. I paid ****** on that day and then later submitted to claim to my insurance company for reimbursement. My insurance company (*****) then proceeded to pay Well Now instead of me (which they have explained that they have to do since Well Now is an in-network provider). They advised me that I would need to contact Well Now to receive a reimbursement. I contacted Well now on the following dates and have only been told that they will look into it and I never hear or receive any information:9/12/2024 10/8/2024 11/8/2024 12/11/2024 1/2/2025 - involved ***** for assistance. Still nothing.1/14/2024 2/13/******* requests to speak to someone at a higher level have been denied. Any assistance in getting my money back would be greatly appreciated.

  

  Business Response

  Date: 02/17/2025

  Response attached.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seen for a follow-up and get an updated ** note on 12/6/24. I was told there would be no charge for it based on the fact that it was a follow up visit. I then received a text message on 1/23/25 saying I would be charged $25 for my visit on 12/6. I immediately called them at their main office at ************ and was told I would not be charged and it was an error. 3 days later I was charged anyway. I called and they said it was a mistake and it would be refunded. 1 week later I called again and I was told that it had been escalated to the provider in ***************. A week later I called again and was told it's been escalated to grevience **** and there's no timeframe or anyone to talk to.

  

  Business Response

  Date: 02/17/2025

  Response attached.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22936302
  
  I am rejecting this response because: I am due a refund of the $25 copay because this was a follow-up and was told I would not be charged anything to come in for an updated ** note. You then charged me after telling me, when I called, that I would not be charged and you charged me anyways. This is stealing as far as I'm concerned 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/19/2025

  The office tried to call and email the patient yesterday. Please return their call.